EIIƎ CRM – High-Level Overview

Introduction to EIIƎ CRM

EIIƎ CRM is a next-generation, modular customer relationship management platform designed to bridge the gap between day-to-day operations and strategic decision-making. Tailored for service-oriented industries and SMEs, the platform offers a flexible yet structured system that enables businesses to streamline communications, project execution (Phase 2), customer service, and commercial engagement — all in one integrated workspace. Unlike conventional CRMs that operate as static databases or complex pipelines, EIIƎ CRM acts as a dynamic operational console. Every module is interconnected, making it possible to track, act on, and report interactions from the moment a lead is identified to the point of post-project delivery and customer care. Built with customization and scalability at its core, the system adapts to your business rules, not the other way around. Whether you're managing contracts, sales proposals, support requests, or operational requests, EIIƎ CRM allows your team to access and act on the same version of truth — promoting collaboration, accountability, and efficiency across departments.

Features

EIIƎ CRM was developed with one goal in mind: empower businesses to transform operational complexity into structured simplicity in an End to End process. Here's how IPGN deliver on that promise:

1. Modular Design – Tailored to Fit

The system is built around core modules, each designed to serve a specific part of the customer or business journey:

• Customer Management: Track and manage relationships at both business and contact levels
• Enquiries & Proposals: Transform incoming interest into structured sales workflows
• Operations: Convert proposals into executable tasks and orders
• Communications, WhatsApp & My Mail: Capture critical email communications and link them to CRM actions
• Requests & Stories: Provide transparency, status updates, and traceability across teams Each module operates independently but integrates seamlessly. This modular structure means businesses can start small and expand usage over time, adding only what they need.

2. Embedded AI – Intelligence that Works for You

Our CRM includes integration with HAMI, our AI-powered assistant. HAMI automates repetitive processes like contact creation from email signatures, intelligent data population in forms, and business insights generation. This AI-backed functionality ensures that your team spends more time on decision-making and less on data entry. 3. Unified Communication – From Inbox to Action The My Mail module connects your email inbox directly with CRM functionalities. Instead of switching between tools, users can convert emails into:

• New Customers
• New customer contacts
• Enquiries
• Comments ("Stories")
• Internal requests All linked communication is searchable, trackable, and contributes to a unified customer record, avoiding miscommunication or duplicated effort.

4. Complete Visibility Across the Customer Lifecycle

With tracker views in each module, every user can see the full customer journey:

• When the lead arrived
• What enquiries were made
• What proposals were submitted
• Which operations were executed
• What communications and follow-ups took place You gain full visibility into what has happened, what is currently happening, and what needs to happen next.

5. Customization – Your Business, Your Rules

EIIƎ CRM allows administrators to configure field layouts, workflows, and display rules per module. Whether you need to change what is visible on a dashboard, filter results based on status, or add custom fields, the system can be tailored through ‘Settings’ Each business is unique — and EIIƎ CRM respects and adapts to that uniqueness. 6. Business Intelligence and Reporting Data entered into the CRM can be visualized through future-ready dashboards that represent operational, sales, and engagement performance. Custom chart layouts and reporting views are accessible in overview and Customizable via: Views > Chart Layouts > [Selected Chart] Management can also set up Strategy, Priorites, Values and objectives in the Objectives module to link in the KPIs and keep team aligned. This makes it easy for management teams to make informed decisions based on real-time activity, trends, and workload distribution.

How to Use This Manual

This guide is designed for all levels of CRM users — from administrators setting up modules, to front-line staff entering data or taking actions. The structure of the manual ensures that each module is introduced clearly and then supported with step-by-step instructions that mirror actual platform navigation. Structure of Module Guides Each module section includes:

• Overview: Explains what the module is used for
• Access Point: Clear path to navigate to the module (e.g., Main Menu > Proposals)
• Tracker View Description: How data is displayed and what users can interact with
• Key Features: Specific actions users can take within the module
• Configuration Options: How to tailor fields, filters, and visibility
• Icons/Status Indicators: Key visuals to understand at a glance
• Tips & Notes: Operational insights to avoid common errors or inefficiencies This format ensures every team member can quickly learn how to engage with the system regardless of their role.

For System Administrators

As an admin or project manager, you’ll want to start with these areas:

1. Enable or disable modules Navigate to Settings > Content to activate core modules like My Mail, Proposals, Operations, etc.
2. Configure fields and visibility Go to Settings > Modules > Configure Module to modify which fields are shown and what filters are applied in views.
3. Assign access levels and permissions Control who sees what and who can export the dara through user roles and group permissions. This modular control ensures data protection, relevance per user role, and minimal clutter for front-line users.

Support & Training

To make the most out of your CRM experience, we offer:

• Tailored AI Training – Learn how to write prompts and use LLM safely
• Hands-On Workshops – Delivered in small group settings or 1:1 as needed
• Onboarding Support – We walk your team through setup, data migration, and best practice adoption
• Ongoing Customization Support – Need a new workflow? Our team can build it with you Our goal is not only to provide software but to ensure it delivers operational value from Day One.

EIIƎ CRM is more than just a recordkeeping tool — it's a complete operational framework that evolves with your business. Whether you're a small firm digitizing manual processes or a growing company scaling sales and customer service, EIIƎ CRM provides the agility, visibility, and intelligence you need to succeed. We believe that a CRM should do more than just store information — it should guide decisions, reduce admin, close the communications gaps and empower your people. With EIIƎ CRM, you are no longer just managing relationships — you are actively building better ones, efficiently and intelligently.

Thank you,

Your IPGN Team